Shipping policy

Australia-Wide Delivery

Free Shipping Across Australia

Enjoy free shipping on all orders over $150. For orders under $150, a flat rate of $10 applies.
Note: Additional charges may apply for remote or regional areas.

Shipping Details

  • Dispatch Times: Orders are shipped during standard business hours.
  • Estimated Delivery:
    • NSW: 2–5 business days
    • Other states: 5–12 business days
    • Peak periods (e.g. Black Friday, Christmas, New Year): Delivery times may vary.

Remote Area Surcharges

While we deliver to most Australian locations, Chilli eBikes reserves the right to adjust shipping fees or cancel orders to low-service, remote, or island regions. These decisions are made at our discretion.

Local Pickup – Chilli eBikes

Customers can pick up orders directly from our store in Kingscliff NSW:
If you'd like your bike assembled before pickup, please contact us in advance.

Assembly & Packaging

  • Our eBikes arrive 95% assembled.
  • Assembly takes approximately 30 minutes.
  • Box dimensions: 190 x 26 x 90 cm, weight: 48 kg
  • For warranty protection, we recommend professional assembly.

Shipping Guarantee

  • We guarantee delivery. If your item is lost in transit, we’ll send a replacement at no cost.
  • We are not liable for dispatch delays or unscheduled delivery changes.
  • All deliveries require a signature. If no one is available, a redelivery fee may apply.

Damaged Goods Protocol

If your package arrives damaged:

  • Take clear photos of the damage.
  • Ask the courier to document and sign the damage report.
  • You may need to assist in completing a claim application with the courier.

Returns Policy

  • Online orders: Eligible for return within 7 days.
  • In-store purchases: Refer to the store’s specific return policy.

Return Conditions:

  • Return shipping costs are the customer’s responsibility.
  • Items must be repacked in original packaging. No refund will be issued without it.
  • Damage during return due to poor packing will be charged to the customer.
  • All returns require written approval from Chilli eBikes before shipping.

To initiate a return, email: support@chilliebikes.com.au